Technical Account Manager - Mid-Market

Role Summary: 

The Technical Account Manager acts as a bridge between the customer and ServiceNow ensuring customer satisfaction while understanding and solving technical challenges. This role requires the ability to manage relationships lead sales efforts and possess a deep understanding of ServiceNows products/services.  With a focus on Customer Retention & Resolution you will play a critical role in maintaining and enhancing customer relationships. Your primary responsibility will be to identify atrisk customers resolve issues related to contract terminations and renewals and proactively work to retain customers. Youll be a skilled negotiator empathetic listener and advocate for both the customer and the company ensuring longterm customer satisfaction and retention. 

Key Responsibilities: 

1. Account Management: 
   • Implement strategies to proactively retain customers who express a desire to terminate or reduce their contract spend. 
   • Identify atrisk customers and reach out to increase product adoption and retention. 
   • Develop initiatives to foster customer loyalty. 
   • Establish clear and empathetic communication channels with customers.  
   • Build and maintain strong longterm relationships with clients including up to the CSuite. 
   • Act as the primary point of contact for assigned accounts. 
   • Develop and execute account plans to drive growth and retention. 
   • Develop and maintain successful relationships with implementation partners to help identify and mitigate risk collaboratively.  
2. Technical Consultation: 
   • Actively listen to customer concerns and provide timely thoughtful responses. 
   • Understand the root causes of customer concerns and negotiate solutions that align with both the customers needs and the companys goals. 
   • Work closely with engineering or technical teams to address customer challenges. 
3. ProblemSolving and Support:  
   • Understand the customers specific needs and use case and present alternatives that encourage customers to continue using the product or service as necessary. 
   • Act as the voice of the customer within the company ensuring feedback and concerns are communicated to relevant teams. 
   • Advocate for internal improvements that will increase customer satisfaction and reduce escalations including knowledge transfer to presales teams.  
   • Proactively identify opportunities to enhance reputation through positive customer interactions and relationshipbuilding strategies.  
   • Present technical demonstrations and solutions to stakeholders. 
   • With an improved relationship drive upsell and crosssell opportunities based on technical product knowledge. 
   • Handle technical inquiries and escalate issues when necessary. 
   • Continuously assess and improve customer resolution processes. 
   • Identify and suggest enhancements to minimize customer issues and escalations. 
   • Maintain comprehensive records of all customer interactions including issues resolutions and feedback for internal reporting and analysis. 
   • Prepare and present regular reports on key customer retention metrics including success rates in retaining customers and overall improvements in customer satisfaction.  

Qualifications :

Education: 

• Bachelors degree in Business Engineering Computer Science or a related field. 

Experience: 

• 5 years in account management technical sales solution consulting or a customerfacing technical role. 
• Proven track record in managing accounts and driving customer success. 
• Experience with the ServiceNow platform or technical expertise with cloud software solutions 
• Experience in customer relationship management with a focus on technical support solutions delivery or consulting 
• Preferred: Certifications in relevant technical domains (e.g. AWS Azure Google Cloud APIs ServiceNow System Administration). 
• Knowledge and experience with the SAAS enterprise sales process from Discovery to Close including objection handling & negotiation 

Technical Skills: 

• Understanding of the ServiceNow platform or similar cloudbased solutions experience with IT Service Management and ITIL preferred 
• Ability to understand technical documentation and troubleshoot issues. 
• Proficiency in CRM tools and productivity software (e.g. MS Office) 

Not sure if you meet every qualification We still encourage you to apply! We value inclusivity welcoming candidates from diverse backgrounds including nontraditional paths. Unique experiences enrich our team and the willingness to dream big makes you an exceptional candidate!

Additional Information :

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible remote or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color creed religion sex sexual orientation national origin or nationality ancestry age disability gender identity or expression marital status veteran status or any other category protected by law. In addition all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process or are unable to use this online application and need an alternative method to apply please contact for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations including the U.S. Export Administration Regulations (EAR) ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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